Marriott Owings Mills Metro Centre

I travel for work a lot, and the welcome snack tray with fresh fruit and sparkling water on my first day was a first for me. The room was immaculate, and you need a key to reach the upper floors. The whole hotel was beautiful and very clean, with pleasant, accommodating staff from the desk to housekeeping and the restaurant. Having Starbucks in the lobby was a big help when bad weather kept me in my room for a day; the full restaurant and bar helped too. I had a lovely stay and would gladly return or recommend it to people coming to the area.

The property is lovely, the rooms were beautiful, and the front desk team who checked us in Sunday and Monday were welcoming and professional. But the way Paris treated me when I came back for my jewelry case was deeply disappointing and far below what I expect from Marriott. I own a hotel, so I understand lost-and-found processes, housekeeping protocols, and the pressure before the 3:00 p.m. check-in rush. I had my assistant call ahead because I planned to pick up the case before going to the airport. Paris was curt and rude on the phone, saying nobody could help that day because she supposedly couldn't reach housekeeping. That turned out to be untrue. When I arrived, she argued with me in the lobby in front of other guests, then walked away toward the back room shouting, “I’m done with you.” It was shocking and completely inappropriate, particularly toward a long-standing Marriott Bonvoy member. If she worked at my hotel, I would fire her immediately for that conduct. My assistant eventually found a housekeeper by taking the stairs, and the housekeeper contacted the manager, who promptly went above and beyond to help. I was grateful to Will, the housekeeping manager, for his professionalism and willingness to assist. Guests shouldn't have to search the hotel for a housekeeper just to get help. Most of the staff were excellent, but this encounter changed the experience.

That train station right across the street was a big convenience, though I stayed close by this trip. I figured I'd probably party too much in the city and regret it the next day, so I chickened out. Plenty of restaurants and places to hang out are nearby anyway. Marriott Owings Mills Metro Centre has a trendy, modern feel, clean rooms, and a location close to pretty much everything. It made for an easy, fun stay.

Paris found my wallet and kept it safe, including all my money. I was frantic after noticing it was missing at home Sunday morning and retracing my steps. I first thought it might have been in the parking garage, though then remembered the event I attended at the hotel Saturday night, 11/22. I spoke with Paris by phone early that morning. She was empathetic and customer-friendly, and even shared her work schedule to reassure me. She didn't tell me she'd found it, but had taken the right steps to secure it. When I came back to the hotel that afternoon, I met her in person. She was professional, took pride in her work, and seemed like a person of integrity. Thank you, Paris, and your team. I appreciate the care and concern.